Operations Associate

The Role

We are looking for an Operations Associate to join our Operations team. This is primarily a customer -facing service role, supporting customers through email and other text-based channels, ensuring timely, clear and effective resolution of enquiries.

Specific duties

• Respond to customer enquiries via email and other text-based channels, providing timely, professional and effective support.
• Deliver a high-quality customer experience, ensuring responses are clear, accurate and aligned to Modulr’s service standards.
• Take ownership of customer queries from initial contact through to resolution, escalating where appropriate.
• Follow structured operational processes to complete customer, account or case-related activities.
• Support basic compliance-related tasks across areas such as Fraud, CDD Onboarding and Screening, following training and guidance from specialist teams.
• Liaise proactively with customers where further information or documentation is required.
• Review customer information and documentation to ensure it is complete, accurate and suitable for operational processing.
• Apply reasoning and attention to detail to identify anomalies, missing information or potential issues requiring further review.
• Escalate unusual activity, incomplete information, potential fraud indicators, screening concerns or other exceptions in line with internal procedures.
• Maintain clear and accurate records of customer interactions, decisions, actions taken and outstanding requirements.
• Work collaboratively with Operations, Financial Crime, Fraud, CDD, Screening and other internal teams to resolve customer and case-related matters.
• Manage multiple customer enquiries and operational tasks in a high-volume environment while maintaining quality, accuracy and turnaround times.
• Contribute to continuous improvement by identifying opportunities to improve processes, customer communication and ways of working.
• Maintain awareness of relevant operational, compliance and data protection requirements appropriate to the role.